AI agents for customer support ticket resolution
The workflow
Triage inbound tickets, draft replies, resolve tier-1 issues autonomously where safe, and hand off to a human otherwise.
Suitable agent types
End-to-end support agents and specialist reply drafters integrated with Zendesk, Salesforce or Intercom.
Evaluation questions
- What deflection rate has the vendor evidence?
- How is tone controlled?
- How are escalations detected?
- What data leaves the tenant?
Risks to plan for
- Incorrect commitments to customers
- Regulatory disclosures
- Voice-of-customer signal loss
Pilot metrics we recommend
- Auto-resolve rate
- CSAT delta
- First-response time
- Escalation accuracy